Shipping policy
Last updated: 2 September 2026
This Shipping & Delivery Policy explains how orders placed with PRFRM 1 are processed, dispatched and delivered.
Please review the delivery information shown on the relevant product page and at checkout before placing your order. Products currently available to purchase through our website are sold as in-stock products unless we clearly state otherwise before purchase.
1. Where We Deliver
We deliver to eligible addresses within the United Kingdom, including England, Scotland, Wales and Northern Ireland, where the address is accepted at checkout.
Delivery to the Scottish Highlands, islands, Northern Ireland and other remote or offshore locations may take longer than delivery to mainland UK addresses.
Delivery availability for the Channel Islands and the Isle of Man will be confirmed at checkout. These destinations are not automatically included within references to UK delivery in this policy.
2. Free UK Delivery
PRFRM 1 provides free standard delivery to eligible UK addresses.
If a delivery service is unavailable for your address, or if a different delivery charge applies, this will be displayed before you complete your purchase.
Any optional expedited or premium delivery service, where available, will be identified and priced at checkout. We will not add an optional delivery charge without your express agreement.
3. Order Processing and Dispatch
Orders are normally processed on working days, excluding weekends and UK bank holidays.
Our estimated delivery period for eligible UK orders is within 14 calendar days after we accept your order. This estimate includes order processing, dispatch and delivery.
Orders placed during weekends or on UK bank holidays will normally begin processing on the next working day.
Dispatch may take longer during busy periods, promotional events, product launches or circumstances outside our reasonable control. Once an order has been dispatched, we will normally send a dispatch-confirmation email using the contact details provided with the order.
4. Estimated UK Delivery Times
Standard UK delivery is estimated to take place within 14 calendar days after we accept your order.
Delivery times are estimates rather than guaranteed appointments unless we have expressly agreed a specific delivery date with you.
If we become aware that we are unlikely to meet the 14-calendar-day estimate, we will contact you as soon as reasonably possible with an updated estimate and explain the options available to you.
Unless a different delivery period has been agreed with you, we will deliver your order without undue delay and no later than 30 days after the contract is entered into.
5. Tracking and Delivery Updates
Where tracking is available, tracking information will normally be included in your dispatch-confirmation email.
Tracking may take a short time to become active after a parcel has been collected. Please monitor the tracking and delivery notifications, which may include delivery estimates, attempted-delivery information or instructions for rearranging delivery.
6. Delivery Address and Contact Details
You are responsible for providing a complete and accurate delivery address, email address and, where requested for delivery, contact telephone number when placing an order.
Check your order confirmation and contact us immediately if any information is incorrect. We will try to amend a delivery address where possible, but cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
We are not responsible for delay or failed delivery caused by incomplete or inaccurate information supplied by the customer. This does not affect your rights where the error was caused by us.
7. High-value Deliveries and Signatures
Certain orders may require a signature, delivery photograph, one-time security code or another form of delivery confirmation. Please ensure that somebody is available to receive the delivery where required.
A delivery provider should not leave an order in a location it does not consider safe or where doing so would conflict with its delivery procedures.
8. Missed or Unsuccessful Deliveries
If nobody is available to receive the order, the delivery provider may:
- attempt delivery again;
- leave the parcel in an agreed safe place;
- deliver it to an eligible neighbour or collection point; or
- provide instructions for rearranging delivery or collection.
If a parcel is returned to us because delivery could not be completed, we will contact you about redelivery or cancellation. Additional delivery costs may apply if the failure resulted from an incorrect address, repeated missed delivery attempts or failure to collect the parcel. We will explain and obtain agreement to any additional charge before arranging redelivery.
9. Delivery Delays
Delays may occur because of severe weather, transport or carrier disruption, customs procedures, supply-chain delays or other circumstances outside our reasonable control.
If we become aware of a material delay, we will provide updated information where reasonably possible.
If we fail to deliver within an agreed period, contact us. Depending on the circumstances, you may be entitled to:
- agree a revised delivery date;
- require delivery within an appropriate additional period; or
- cancel the affected order and receive a refund where you have the legal right to do so.
Nothing in this policy limits your statutory rights where delivery by a particular date was essential and this was agreed before the order was placed.
10. Lost Parcels
If tracking indicates that your order has been delivered but you have not received it, please:
- check the delivery address on your order confirmation;
- check any nominated safe place;
- ask other members of the household or building;
- check with immediate neighbours where appropriate; and
- review any delivery photograph or carrier notification.
If the parcel cannot be located, contact support@prfrm1.co.uk and we will investigate with the delivery provider.
11. Damaged, Incomplete or Incorrect Deliveries
Inspect your order as soon as reasonably possible after delivery. If an item arrives damaged, incomplete or different from the item ordered, contact support@prfrm1.co.uk promptly.
To help us resolve the matter, please provide:
- your order number;
- a description of the problem;
- clear photographs or video of the product;
- photographs of the external packaging and shipping label; and
- details of any visible transit damage.
We recommend reporting visible delivery damage within 48 hours so that evidence can be preserved and the matter raised promptly with the delivery provider. Failure to contact us within 48 hours does not remove your statutory rights.
Retain the product and packaging until we have advised you what to do next.
12. International Delivery
We offer international delivery only where an eligible destination and delivery service are available at checkout. If your country or address cannot be selected, we cannot currently accept an online order for delivery there.
International orders may be subject to customs procedures, import taxes, duties or local handling fees. Where these amounts are not collected by PRFRM 1 during checkout, the recipient may be responsible for paying them. Customers should check applicable import rules and charges before ordering.
Customs delays are outside our direct control, but this does not remove any legal rights that apply to your order.
13. Risk During Delivery
PRFRM 1 Ltd remains responsible for goods while they are being delivered by a carrier arranged or offered by us.
Risk normally passes to you when you, or a person nominated by you other than the carrier, takes physical possession of the goods.
Different rules may apply if you independently arrange a carrier that was not offered by us.
14. Returns Following Delivery
Delivery does not affect cancellation, return, refund or warranty rights.
For information about changing your mind, returning a product or reporting a fault, read our Refund & Returns Policy.
Do not send a product to our registered office, correspondence address or any other address unless we have expressly confirmed in writing that it is the authorised return address for your return.
15. Your Statutory Rights
Nothing in this Shipping & Delivery Policy excludes or limits rights or remedies available under applicable consumer law, including the Consumer Rights Act 2015.
16. Contact Us
For questions about processing, dispatch or delivery, contact:
PRFRM 1 Customer Support
Email: support@prfrm1.co.uk
Correspondence address: 34 Anyards Road, Cobham, Surrey, England, KT11 2LA
Please include your order number when contacting us about an existing order.
This Shipping & Delivery Policy is issued by PRFRM 1 Ltd, trading as PRFRM 1. PRFRM 1 Ltd is registered in England and Wales under company number 17433625. Registered office: 34 Anyards Road, Cobham, Surrey, England, KT11 2LA.
